US 12,219,095 B2
System and method for providing personalized customer experience in interactive communications
Aysu Ezen Can, Cary, NC (US)
Assigned to Capital One Services, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Feb. 8, 2024, as Appl. No. 18/436,516.
Application 18/436,516 is a continuation of application No. 17/900,581, filed on Aug. 31, 2022, granted, now 11,943,392.
Prior Publication US 2024/0179243 A1, May 30, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); G10L 15/26 (2006.01); G10L 25/27 (2013.01); H04M 3/51 (2006.01)
CPC H04M 3/5235 (2013.01) [G10L 15/26 (2013.01); G10L 25/27 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system comprising:
a machine learning system configured to:
convert, from speech to text, one or more historical interactive communications of a caller to generate input data;
extract, from the input data and using a trained machine learning model, caller preferences of the caller from the one or more historical interactive communications of the caller; and
generate, based on the caller preferences for the caller, a customer-specific profile;
an automated call center assistance system configured to:
communicate with the machine learning system to receive the customer-specific profile;
selectively route, based on the customer-specific profile, a current call from the caller to a call center agent; and
communicate one or more of the caller preferences for the caller to the call center agent for consideration in an interactive communication during the current call.